1. “Health Insurance Providers - Improving Customer Service through Access of Information & How to Take Advantage of each Platform” Alain Grijseels (INAMI-RIZIV, National Institute for Health and Disability Insurance)

2. About INAMI-RIZIV INAMI-RIZIV is a federal institution with following missions assigned by law : – Governance of health care Belgium through laws and regulations – Control and audit of the alignment of health care partners to laws and regulations – Financing and reimbursement of healthcare : 2008 = ca 28 billion €

3. INAMI-RIZIV facts Partners ans clients – RIZIV/INAMI 1400 internal collaborators >500 external direct collaborators – Belgium 7 insurance companies : mutualities Ca 220.000 care givers and institutions Ca 10.7 mio Belgians – European Community – World Medical acts : Bilateral exchanges with ca 45 countries Fraude : exchange of information on global level

4. INAMI-RIZIV facts (cont) Raw data – Ca 900.000 dossiers – Ca 1.2 billion elementary data items – 50 years of archives paper legacy as wel as digital – 7000 file exchanges / year – 4 mio mails – > 500.000 outgoing postal mail – > 15 mio crosspoint bank requests

5. INAMI-RIZIV & the Content Management challenge Managing the wide variety of information to fulfill the defined missions leads to challenge in content management: The huge volume and diversity of information (dossiers, rules, regulations, mailroom, customer files,…) Getting information and process under control to enforce regulation and alignment Collaborate, exchange and publish information with and for internal and external stakeholders Integrating structured and unstructured content with legacy applications

6. World of information

7. What do we mean by collaboration ? Information sharing in dedicated secured or non- secured portal based frameworks Sharing & elaboration of documents/info/archives Exchange & thesaurus based search of Knowledge Discussion (newsgroups, blogs, chats, …) Presence & information awareness (web 2.0 3.x) Thematic spaces (dossiers, projects, topics, interest groups, …) Security and user access User-role management Short term (month/year)

8. What do we mean by archiving? Managed and selective information storage in managed secure scalable stores Secure information/document storing Sharing based on corporate access policies Legal evidence for authenticity of document/info Company wide thesaurus based search Company wide topology Company wide policies Policy based ILM Long term 30-100 years

9. Why a combination of solutions ? Handling huge volume of information Enforcing compliance Long-terms retention of information High-availability & consistence Enterprise wide thesaurus based search >> Enterprise scale repository Document exchange : procedure/dossier based Publishing Living documents with lot of modification Office integration Easy secure user interface >> Enterprise scale collaborative platform

10. Search Engine with federation Conceptual architecture Portal – Collaborative platform Collaborative Document Library Collaborative Document Library Content Management Platform Archiving Platform Legal - Reports Archiving Platform Legal - Reports Portlets – WebParts on Archive Portlets – WebParts on Content Management Portal applications Enterprise Service Bus / SOA applications

11. Information Lifecycle and repositories Information are produced in the best context and archived for long-terms conservation Legal policies will be applied on needed documents Rules and workflow event could be the trigger to move a content

12. Solutions in place @ INAMI-RIZIV e-DID : disability dossiers – Enterprise scale collaborative platform Microsoft Sharepoint Server & Reporting Services – Additional collaborative modules.Net modules Biztalk connection to Social Security CrossRoad Bank – Enterprise scale repository IRIS DocCenter

13. e-Did architecture DocCenter DB e-did DB Synchronisation via e-did Web Servic e Sharepoint KSZ-BCSS

14. e-DiD geographical

15. Conclusion Collaboration and ECM can be combined to offer an end-to- end solution for managing information Thanks to a corporate management of information and a strong solution for collaboration, efficiency increased : – Uniform and faster access to information – Enabling collaboration and exchange of information with internal or external stakeholders – Strong and reliable policy for archiving and long-term retention keeping day-to-day information with good performance and readability – Enforced monitoring of the process and the audit of regulation applications

16. How to face your major challenge: Do more with less, while reducing your carbon footprint Thanks to this implementation we can think green – Limit the number of paper copies of information thanks to a corporate repository and search And… – Do more SERVICES TO YOUR CUSTOMER with less TIME SPENT SEARCHING INFORMATION

17. Q&A Thanks!